Frequently Asked Questions
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Returns and Refunds
Returns and Refunds
Order on falconeri.com, try the goods on and if you're not sure about something, you can return them free of charge. Remember you have up to 14 days from delivery to change your mind and make your return request.
Returned items must be intact and show no signs of use or damage. For more details on our return policy, click here.
Keep in mind that personalised items can only be returned if defective.
Return of items belonging to the Outlet section cannot be done in store, return is available only by courier.
Return via carrier
How can I return items from an online order?
Follow these simple steps to return an item by carrier:
1. Access the order from "Order History" section in your account details or directly from "Follow your order/return" section.
2. Click on the "Return request" button and fill in the form by selecting the item and the reason for return.
3. Prepare the parcel. Attach the return label which came with your delivery to the return parcel.
4. Leave the package at the nearest Royal Mail drop-off location.
1. Access the order from "Order History" section in your account details or directly from "Follow your order/return" section.
2. Click on the "Return request" button and fill in the form by selecting the item and the reason for return.
3. Prepare the parcel. Attach the return label which came with your delivery to the return parcel.
4. Leave the package at the nearest Royal Mail drop-off location.
Do I have to pay to return my order?
You can return your purchase completely free of charge. To learn more about our return policy, click here.
I have ordered the wrong size/item/color. Can I exchange the item(s)?
The exchange service via carrier isn't possible, but you can return your item for free and make a new order.
Where can I find the return label?
The return label was sent to you with the order, you can find it in the package.
What should I do if I didn't receive/I lost the label that came with my delivery?
To be able to find and download the label, you must first complete the return procedure. You can do that by accessing the "Follow your order/return" section and clicking on the "Return request" button. You will be able to download the label directly from the details of your return after 24 hours. By clicking on the "Download the label" box, the return label will be sent to the email address associated with the order for which the return has been made. No login is necessary.
If you need help, you can always contact our Customer Service via chat or email.
If you need help, you can always contact our Customer Service via chat or email.
I have submitted a return request but then I changed my mind and now I want to keep the items, what can I do?
If you change your mind and you don’t want to return the items anymore, just leave them out of the return box and we will make the adjustments accordingly.
I have already filled in the return form online and want to change it, what can I do?
The return form cannot be modified after it has been completed. However, if you have forgotten to include any of the items or you wish to remove others, you can add/remove them from the package before giving it to the delivery company. Please make sure that all the items you wish to return are sent back in a single shipment.
Can I return several different orders in the same delivery?
Please return each order separately with the corresponding return label in order for the refund to be processed correctly.
How and when will I receive a refund for the goods returned via carrier?
The refund will be made as soon as possible, no later than 14 days from your return request (provided that we have received the returned items or that you have given us a proof of having sent them to us) or alternatively, after you delivered the returned products to the carrier.
The time it takes to see the refund appear in your account may depend on your credit or debit card company.
The time it takes to see the refund appear in your account may depend on your credit or debit card company.
In case of a return, will I always be refunded the initial shipping costs?
The initial shipping costs you have paid will only be refunded when you have returned all the items in your order.
Therefore, if you return only some of the items you ordered and keep others, the initial shipping costs will not be refunded.
Therefore, if you return only some of the items you ordered and keep others, the initial shipping costs will not be refunded.
How will I receive my refund if I paid with an e-Gift Card?
In this case, we ask you to contact us on hello@falconeri.com and provide us with your bank account details. The refund will be made in the shortest possible time and will not take longer than 14 days.
It's been 14 days and I still haven't received my refund, what can I do?
Write to us at hello@falconeri.com and we will check the reasons for what happened.
How is my refund processed if I paid in instalments?
After your return is approved, you will be refunded for the instalments already charged, while the instalments not yet charged will be canceled. In case of a partial return, the refund amount will be deducted from the remaining instalments and you will be refunded the rest if necessary.
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